NIIT StackRoute Introduces Customer Success Architect Framework for AI-Driven CRM Modernization

NIIT StackRoute has launched a position paper introducing the Customer Success Architect framework to modernize CRM and contact centre systems amid AI advancements. The framework combines roles focused on strategy, architecture, and AI governance to help organizations integrate Generative AI securely and effectively. The paper highlights challenges with legacy systems, noting that 55% of CRM projects fail due to treating modernization as IT upgrades rather than operational redesigns, while 45% of customer service staff resist new technologies. It also reports that 67% of businesses have adopted GenAI to enhance workflows.